Office Operations Manager

We are looking for an organized, dependable, and proactive Office Operations Manager to help manage the daily operations of our office. This role combines staff supervision, office administration, and performance management to keep the office running smoothly and ensure our team delivers consistent, professional service.

The ideal candidate is comfortable leading people, addressing operational concerns, and following through on tasks. Working knowledge of Salesforce is preferred, including managing records, tracking activities, and using reports and dashboards to monitor team performance.

Key Responsibilities

• Oversee daily office and call center operations, ensuring adequate staffing and timely completion of assigned work.
• Manage employee schedules, attendance, breaks, and shift coverage to maintain service levels.
• Monitor call handling, productivity, quality, and follow-up activities; identify performance gaps and coordinate improvements.
• Supervise and coach staff, communicate expectations, and address performance or conduct concerns in coordination with management.
• Assist with onboarding and training, including office procedures, Salesforce workflows, and customer service standards.
• Ensure employees accurately maintain Salesforce records, document calls, update statuses, and complete assigned tasks and follow-ups.
• Use Salesforce reports and dashboards to monitor workloads, overdue tasks, and team performance, and provide regular updates to leadership.
• Identify Salesforce data quality or workflow issues and coordinate with the appropriate administrator or technical support team to resolve them.
• Handle escalated operational and customer service concerns, referring matters to the appropriate person when needed.
• Maintain office supplies and equipment, coordinate maintenance, and work with IT support to resolve technical issues.
• Implement company policies and procedures, including confidentiality and information security requirements.
• Identify workflow improvements and work with leadership to put them into practice.

Qualifications

• Previous experience in office operations, call center operations, or a related supervisory role.
• Experience managing staff schedules, monitoring performance, and coaching employees.
• Practical experience using Salesforce, including record management, activity tracking, task assignment, reports, and dashboards.
• Ability to review Salesforce data for accuracy and help staff follow established processes.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage competing priorities and remain professional under pressure.
• Familiarity with Microsoft Office and call center software.
• Sound judgment when handling confidential information and sensitive employee matters.

Preferred Experience

• Experience in a call center, BPO, or customer service environment.
• Familiarity with call center performance metrics, quality assurance, and workforce scheduling.
• Experience creating or customizing Salesforce reports and dashboards.
• Experience developing procedures, improving workflows, and supporting employee training.

Other Information

• Must be willing to work on-site.
• Must be amenable to working on public holidays.
• Must be amenable to working the graveyard shift.